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Email handler creates tickets in plain text rather that HTML

Alex Koxaras -Relational-

Hi all!

I have a question concerning email handlers in JSM.

I have created 2-3 email handlers which automatically create certain request types in a JSM project. However, the body of the email, seems to be in plain text. Now, according to this, the mail handler will treat comments as text. But it doesn't mention that it will treat the description of a new ticket as a plain text. I'd like someone to confirm that email handlers will always yield tickets with plain texts in the description. If there is a button to activate HTML parsing, I'd be happy to know!

Note: I do not use the dedicated email request that comes with every JSM project, and I don't intend to do so.

Accepted answers

Alex Koxaras -Relational-

Hi all and thank you for your reply!

I found out a solution about keeping/maintaining (sort to say) HTML formatting to these specific email handlers! The solution is to compose the email using Jira's Wiki Markup notation. By doing so, the description of the newly created ticket is formatted with bold/underlined/a href/etc.

If you do that, and compose your email like this:

You'll get this result:

Nice!

All comments

Kian Stack Mumo Systems

@Alex Koxaras -Relational-,

It should be able to parse HTML. That's actually turned on by default. Can you check your email setting underneath Administration > Products > Email Requests.

This is what I see. Screen Shot 2021-09-13 at 11.22.41 AM.png

Alex Koxaras -Relational-

This is for the JSM email handler, which is different from the system email handlers you can create.

Kian Stack Mumo Systems

@Alex Koxaras -Relational-, your question mentioned that you were using JSM projects. Is there a reason you are using one other than the JSM handler?

Alex Koxaras -Relational-

Yes, there is. The solution that I've come up with, needs to use multiple email handlers from cog >system > incoming mail, rather than the one that comes with a JSM project.

Alex Koxaras -Relational-

@Bill Sheboy , @Jack Brickey , @Nic Brough -Adaptavist- any thoughts on this?

Bill Sheboy

Hi @Alex Koxaras -Relational-

Sorry, as I am not using JSM. And when I check for documentation on its HTML parsing I didn't see anything beyond what @Kian Stack Mumo Systems already noted.

Kind regards,
Bill

Alex Koxaras -Relational-

Hi all and thank you for your reply!

If you do that, and compose your email like this:

You'll get this result:

Nice!

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